UM Smart Campus: The Popularity and Impact of the Book Pickup Service (BPS) at the Universiti Malaya Library

Abstract

The Book Pickup Service (BPS), launched by the University of Malaya Library in August 2023, reflects the library’s initiative in leveraging technology to enhance services and foster innovation, in support of the University’s Smart Campus vision. BPS enables users to reserve books online without browsing shelves. Library staff manage reservation and stack systems, and users receive timely confirmation and notification updates for contactless pickup -improving convenience and access. A quantitative study was conducted involving 30–50 respondents using a structured questionnaire. Objectives included measuring user satisfaction, identifying system issues, and evaluating overall process effectiveness. Findings revealed strong user approval, especially for convenience and efficiency. Feedback such as “No need to go to the shelves” and “Fast and attentive” supports the service’s success. However, suggestions included automating notifications, allowing faster pickup, and providing self-service options. BPS is an eye opener that has increased the library’s visibility, enhanced service accessibility, and demonstrated the learning agility of librarians in adapting to digital change. The integration of reservation history records and a review and evaluation system ensures continuous improvement. Most importantly, BPS supports SDG 4 – Quality Education by facilitating lifelong learning and equitable access to knowledge within a technology-driven academic environment. Keywords: Smart Campus, Book Pickup Service, Leveraging Technology for Library Services